Lucent Technologies DEFINITY® Enterprise Communication Server Release 8.2 Reports Guide

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
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Table A-1.  Items to Include in Call Flow Diagrams (Continued)
General Business
Items Call Vectoring ICM OCM
_ ___________________________________________________________________________
ACD Split Actions
Ð Announcements (Forced First/Recurring)
Ð Queued
Ð Intra¯ow
Ð Voice Response Unit (VRU) Transfers
Ð AUDIX as Automated AttendantX
X
X
X
X
XX
X
X
_ ___________________________________________________________________________
CallVisor Related Actions
Ð ISDN Gateway (IG) Event Reporting
Ð ASAI Event Reporting (Event Noti®cation)
Ð ASAI Transfers/Conferences (3rd Party Merge)
Ð ASAI Change Work Modes (Request Feature)
Ð ASAI Queries for Agents, Splits, & Trunk Status
Ð ASAI Call Termination (3rd Party Drop/Clear
Call)
Ð User/Switch Classi®ed 3rd Party Make CallsX
X
X
X
X
XX
X
X
X
X
X
_ ___________________________________________________________________________
Other
Ð Call Holding Time Per Agent
Ð VRU Usage
Ð Call Transfers/Conferences
Ð Digits Dialed (7 or 10 Digits)
Ð Call Classi®cation Outcomes
Ð Coverage Usage
Ð Attendant Extended CallsX
X
XX
X
X
XX
X
X
X
X
X
Information sources for developing an accurate call ¯ow can be obtained from:
1.  BCMS Historical Reports Ð Daily and Hourly Split and System Reports.
2.  CMS Historical Reports Ð Split and System Reports.
3.  Hunt Group Measurements Report. 
						

							DEFINITY Enterprise Communication Server Release 8.2
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April 2000
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Calls to VRU Transferred to Agent Split
This call ¯ow includes:
Ð CMS Reporting
Ð  CallVisor ASAI Event Reporting on All Splits (VRU and Agent Splits)
Ð Non-ISDN Trunks
Ð CONVERSANTÒVIS, VRU
Ð  VRU Transfers via Switch-Hook Flashes.
25% Answered Immediately
without Queuing
(2 Minutes Average
Holding Time)
60% Answered
after 2nd Annc.
(2 Minutes Average
Holding Time) 40% Answered
after 1st Annc.
(2 Minutes Average
Holding Time)25% Answered Immediately
by VRU without Queuing 100% Incoming to VRU
75% Queue for VRU &
Hear 1st Annc.
50% Answered by VRU
after 1st Annc.
50% Answered by VRU
after 2nd Annc.
100% of Calls Transferred by VRU to Agent Split
(All switch-hook ¯ash transfers)
75% Queue &
Hear 1st Annc.
Figure A-1.  Sample ACD Ð ICM Call Flow 
						

							DEFINITY Enterprise Communication Server Release 8.2
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Calls to Vector Application Ð Call Vector Not De®ned
The following call ¯ow presents a call vectoring application before the call vector has
been de®ned.  The following items are used with the call ¯ow.
Ð  All calls provide ASAI Event Reporting
Ð  50% of the calls use ISDN trunks
Ð  All transfers are done manually by the agents at their voice terminals
Ð  A performance objective of no more that 0.2% of the calls would listen to a second
announcement while in queue and no calls should receive busy signal.
Answered by Main Split
90% Cleared by Adjunct
(2 Minutes Average
Holding Time)
10% ASAI Transferred
to Another Agent
(Cleared by Adjunct,
2.5 Minutes Average
Holding Time) Answered by Backup Split
30% ASAI Transferred
to Another Agent
(Cleared by Adjunct,
2.5 Minutes Average
Holding Time) 70% Cleared by Adjunct
(2 Minutes Average
Holding Time)
33% Answered By
Backup Split67% Receive
Announcement
2% Get Another
Announcement
25% Answered By
Backup Split73% Answered by
Main Split
Queue to Main Split
Too many calls queued-
Provide Busy Signal Weekends and Off-hours-
Play AnnouncementNormal Business Hours 100% Calls to Vector (50% ISDN,
ASAI Event Reporting)
85% Answered
Immediately 15% Queued to Backup Split
if calls in queue
						

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Calls to Vector Application - Call Vector De®ned
The following call ¯ow presents a call vectoring application after the call vector has been
de®ned.  The sample call vector below is used:
1.  Goto Step 3 if time-of-day is sat 00:00 to sun 23:59
2.  Goto Step 5 if time-of-day is all 6:30 to all 16:45
3.  Wait 2 secs hearing ringback
4.  Disconnect after announcement extension 7000
5.  Goto Step 13 if calls-queued in split 7 is>9 priority top
6.  Queue to main split 7 priority top
7.  Check backup split 9 priority top if available-agents>0
8.  Wait time 4 secs hearing ringback
9. Announcement 7010
10.  Wait time 30 secs hearing music
11. Announcement 7020
12.  Goto Step 10 if unconditionally
13. Busy
Note that since the busy hour is being analyzed, all calls get to Step 5.  In addition we
know that 90% of the calls are answered in 10 seconds or less and that the remaining 10%
of the calls are answered within 30 seconds or less.
10% ASAI Transferred
to Another Agent
(Cleared by Adjunct,
2.5 Minutes Average
Holding Time)90% Cleared by Adjunct
(2 Minutes Average
Holding Time)10% ASAI Transferred
to Another Agent
(Cleared by Adjunct,
2.5 Minutes Average
Holding Time)90% Cleared by Adjunct
(2 Minutes Average
Holding Time)
100% Calls to Vector (All ISDN,
ASAI Event Reporting)
10% of Calls Execute the
Following Vector Commands
3 Conditional Checks
1 Avail Agent Conditional Check
1 Queue to Main
2 Wait Time
1 Announcement 3 Conditional Checks
1 Avail Agent Conditional Check
1 Queue to Main
1 Wait Time
1 Announcement90% of Calls Execute the
Following Vector Commands
Figure A-3.  Sample ICM Call Vectoring Call Flow 
						

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ASAI Switch Classi®ed Calls
The ASAI adjunct originates all calls via the 3rd Party Make Call capability and uses the
switchs call classi®er board.
78% with 2 Minutes
Average Holding Time and
Cleared by ASAI Adjunct100% Switch Classi®ed Calls (Non-ISDN)
84% 7/8 Digits Calls  16% 10/11 Digits Calls
60% Answered5% Busy 35% Not
Answered
60% Answered
(3 Minute Average
Holding Time)40% Not Answered
or Busy
(Dropped Automatically
by the Switch)
22% Uses ASAI Transfers,
Change Work Modes,
1st Annc. and 1 Minute
Holding Time
Figure A-4.  Sample OCM Call Flow 
						

							DEFINITY Enterprise Communication Server Release 8.2
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							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
GL-1
Glossary and Abbreviations 
 
GL
Glossary and Abbreviations
Numerics
3B2 Message Server
A software app lic ation that c ombines voic e and  d ata messag ing  servic es for voic e-terminal users 
whose extensions are connected  to a system.
800 service
A service in the United  States that allows incoming c alls from c ertain areas to an assig ned  number 
for a flat-rate c harg e b ased  on usag e.
A
AA
Arc hang el. See angel
.
AAC
ATM access concentrator
AAR
See  Automatic  Alternate Routing  (AAR)
.
abandoned call
An inc oming  c all in which the caller hangs up  b efore the call is answered .
Abbreviated Dialing (AD)
A feature that allows callers to p lace calls b y d ialing  just one or two d ig its.
AC
1. Alternating  c urrent.
2. See Ad ministered  Connec tion (AC)
.
AAR
Automatic  Alternate Routing
ACA
See  Automatic  Circ uit Assuranc e (ACA)
.
ACB
See  Automatic  Callbac k (ACB)
.
ACD
See  Automatic  Call Distrib ution (ACD)
.
ACD agent
See  ag ent
.
ACU
See  Automatic  calling  unit (ACU) 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
April 2000
Glossary and Abbreviations 
GL-2  
ACW
See  after-c all work (ACW) mod e
.
access code
A 1-, 2-, or 3-d ig it d ial c od e used  to activate or canc el a feature, or ac cess an outg oing trunk.
access endpoint
Either a nonsig naling  c hannel on a DS1 interface or a nonsignaling p ort on an analog  tie-trunk 
circuit p ack that is assig ned  a uniq ue extension.
access tie trunk
A trunk that connec ts a main c ommunic ations system with a tand em communic ations system in an 
electronic tand em network (ETN). An ac cess tie trunk can also b e used to connect a system or 
tand em to a serving  offic e or service nod e. Also called  ac cess trunk.
access trunk
See  ac c ess tie trunk
.
ACCUNET
A trad emarked  name for a family of dig ital servic es offered b y AT&T in the United  States.
ACD
See  Automatic  Call Distrib ution (ACD)
. ACD also refers to a work state in whic h an ag ent is on an 
ACD call.
ACD work mode
See  work mode
.
active-notification association
A link that is initiated  b y an ad junc t, allowing  it to rec eive event rep orts for a sp ecific  switch entity, 
such as an outg oing  c all.
active-notification call
A call for whic h event rep orts are sent over an ac tive-notific ation assoc iation (communication 
channel) to the ad junct. Sometimes referred to as a monitored  call.
active notification domain
VDN or ACD sp lit extension for whic h event notific ation has been req uested .
ACU
See  Automatic  calling  unit (ACU)
.
AD
See  Abbreviated Dialing (AD)
.
ADAP
AUDIX Data Ac q uisition Pac kage
ADC
See  analog -to-d ig ital converter (ADC)
.
adjunct
A processor that d oes one or more tasks for another p roc essor and  that is op tional in the 
config uration of the other p roc essor. See also app lic ation
.
adjunct-control association
A relationship  initiated  by an ap p lication via Third Party Make Call, the Third  Party Take Control, or 
Domain (Station) Control c ap ab ilities to set up  c alls and c ontrol calls already in progress. 
						

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Glossary and Abbreviations 
GL-3  
adjunct-controlled call
Call that c an b e c ontrolled  using  an ad junc t-control assoc iation. Call must have been orig inated  
via Third  Party Make Call or Domain (Station) Control c ap ab ilities or must have b een taken c ontrol 
of via Third  Party Take Control or Domain (Station) Control c ap abilities.
adjunct-controlled split
An ACD sp lit that is ad ministered  to b e und er ad junct control. Ag ents log g ed  into suc h sp lits must 
d o all telep hony work, ACD log in/ log out, and  chang es of work mod e throug h the adjunc t (excep t 
for auto-availab le ad junc t-c ontrolled  sp lits, whose agents may not log  in/out or c hang e work 
mod e).
adjunct-monitored call
An ad junct-c ontrolled  c all, ac tive-notification c all, or c all that p rovid es event rep orting  over a 
d omain-c ontrol assoc iation.
Adjunct-Switch Application Interface (ASAI)
A recommend ation for interfacing ad juncts and c ommunic ations systems, b ased  on the CCITT 
Q.932 sp ec ific ation for layer 3.
ADM
Async hronous d ata module
administer
To ac cess and  chang e parameters assoc iated  with the servic es or features of a system.
Administered Connection (AC)
A feature that allows the switch to automatic ally establish and  maintain end-to-end  connec tions 
b etween ac c ess end p oints (trunks) and /or d ata end points (d ata mod ules).
administration group
See  capability group
.
administration terminal
A terminal that is used  to ad minister and  maintain a system. See also terminal
.
Administration Without Hardware (AWOH)
A feature that allows ad ministration of p orts without assoc iated terminals or other hard ware.
ADU
See  asynchronous data unit (ADU)
.
AE
See  access endpoint
.
after-call work (ACW) mode
A mode in whic h ag ents are unavailab le to rec eive ACD c alls. Ag ents enter the ACW mode to 
p erform ACD-related  activities suc h as filling  out a form after an ACD c all.
AG
ASAI Gateway
agent
A p erson who receives calls d irec ted  to a split. A memb er of an ACD hunt g roup  or ACD sp lit. Also 
c alled  an ACD ag ent.
agent report
A rep ort that p rovid es historic al traffic  information for internally measured ag ents.
AIM
Async hronous interfac e module 
						

							DEFINITY Enterprise Communication Server Release 8.2
Reports Guide  555-233-505  Issue 1
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Glossary and Abbreviations 
GL-4  
AIOD
Automatic  Identification of Outward Dialing
ALBO
Automatic  Line Build  Out
All trunks busy (ATB)
The state in whic h no trunks are availab le for call hand ling.
ALM-ACK
Alarm ac knowled ge
American Standard Code for Information Interchange 
See  ASCII (Americ an Stand ard  Cod e for Information Interc hange)
.
AMW
Automatic  Messag e Waiting
AN
Analog
analog
The rep resentation of information b y c ontinuously variab le p hysical quantities suc h as amp litude, 
freq uency, and p hase. See also digital
.
analog data
Data that is transmitted  over a d ig ital fac ility in analog  (PCM) form. The d ata must pass throug h a 
mod em either at b oth end s or at a mod em pool at the d istant end .
analog telephone
A telep hone that rec eives ac oustic  voic e signals and  send s analog  electric al signals along  the 
telep hone line. Analog  telephones are usually served  by a sing le wire p air (tip and  ring ). The 
mod el-2500 telep hone set is a typ ical example of an analog  telep hone.
analog-to-digital converter (ADC)
A devic e that c onverts an analog  signal to dig ital form. See also d ig ital-to-analog  c onverter (DAC)
.
angel
A microp roc essor loc ated  on eac h p ort c ard  in a p roc essor p ort network (PPN). The angel uses 
the control-c hannel messag e set (CCMS) to manage c ommunic ations b etween the p ort card  and  
the arc hang el on the c ontrolling  switc h-processing  element (SPE). The ang el also monitors the 
status of other mic rop roc essors on a port c ard  and  maintains error c ounters and  threshold s.
ANI
See  Automatic  Numb er Id entification (ANI)
.
ANSI
Americ an National Stand ard s Institute. A United  States professional/tec hnic al assoc iation 
sup porting  a variety of standards.
answerback code
A numb er used  to respond to a p ag e from a c ode-c alling  or loud sp eaker-p ag ing  system, or to 
retrieve a p arked  c all.
AOL
Attendant-offered  load
AP
App lic ations p rocessor